Webinars
Hundreds of viewers joined the live webinars hosted by Ger Koole, Siqiao Li, and Giuseppe Catanese. If you could not make it during the live session, note that you can watch the webinars below. Everything from capacity management to forecasting with the trusted CCmath look.
Let us know what you think of them and what topics we should cover next time! You can register for the next webinar via this page.
Ger Koole on why a contact center forecast of 100% is sheer luck:
Ger Koole on the suitability of Erlang C for callcenter staffing calculations:
Ger Koole on the complexity of chat capacity calculations:
Ger Koole on the Man vs. the Machine:
Giuseppe Catanese on the dangers of overfitting:
Ger Koole on the case of intraday management; less is more:
Siqiao Li on handling handling times; why the AHT is not your average average:
Ger Koole PhD on why WAPE is the best performance measure:
Ger Koole PhD on Erlang formulas for capacity calculations in Excel:
Ger Koole PhD and André Leitão (weWFM) on the Mathematics behind Workforce Management.
Do you want to learn more?
Visit WFM-Academy, our eLearning platform. You can take courses and training whenever you want, at your own pace.
Follow a full-scale training like the comprehensive Forecasting program, or try a single course like Multi-Skill Systems or Call Arrival Processes. You will be challenged throughout your training through quizzes and assignments, which Siqiao Li PhD will assess.
